キャプテラ - 日本企業の最適な
ソフトウェア選びをサポートし18年

Help Scoutとは

Help Scoutは、優れた顧客体験を実現するために設計されたWebベースのヘルプデスクです。

Help Scoutの製品詳細

良いポイント:

In the basic pricing plan it allows you to create up to three support mailboxes and thus supporting three organizations with a single account.

改善してほしい点:

It's really difficult to spice things up for the customer.

Help Scoutの評価

評価ポイント

使いやすさ
4.7
カスタマーサービス
4.6
機能
4.3
価格の妥当性
4.4

おすすめ度

8.5/ 10

Help Scoutの総合評価は4.6/5です。 (キャプテラに寄せられた220件のレビューより集計)。

Help Scoutを使用したことがありますか?

あなたのレビューを投稿しませんか?

レビューを絞り込む (220件)

Carine Sylvie
Carine Sylvie
ベナンのRemote administrative assistant
認証済みLinkedInユーザー
消費者サービス, 2~10人規模の会社
使用期間: 1~5か月
投稿経路

Customer relationship management platform

5.0 昨年

良いポイント:

It automates the entire customer relations process. A customer relationship management platform, livechat, customer support tickets...

改善してほしい点:

Too many functions can make it a little difficult for beginners to get to grips with the interface

認証済みレビュアー
認証済みLinkedInユーザー
印刷業, 51~200人規模の会社
使用期間: 1年以上
投稿経路

検討した類似製品:

Help Scout for Business

5.0 3 年前

製品を使ってみた感想: Help Scout has treated our company great. It has given us room to grow while helping us manage technology needs along the way.

良いポイント:

This software allows extremely easy and efficient collaboration between administrators. The ticketing and email system can be configured many different ways and you can even integrate single sign-on.

改善してほしい点:

There weren't too many things I don't like about this software. The only issue I have is that its report generator does not allow you to create reports for tickets cleared for each individual admin during a time period.

shauna
アメリカのpackager
医療機器, 10,000+人規模の会社
使用期間: 1~5か月
投稿経路

user friendly

3.0 3 か月前

製品を使ってみた感想: somewhat happy could use some more changes

良いポイント:

I like that it helps me save time and convenient.

改善してほしい点:

I have trouble when I try to use the mobile app.

Abhilash
アメリカのAccountant
繊維製品, 1,001~5,000人規模の会社
使用期間: 1年以上
投稿経路

Help Scout Makes Communication with Customers Easier

5.0 9 か月前

良いポイント:

Help Scout is a great tool for customer communications. I like the efficient features of Help Scout. Help Scout is so impressive.

改善してほしい点:

No dislikes about Help Scout. Help Scout has been so amazing.

Oparanya
アメリカのFinance Manager
建設, 1,001~5,000人規模の会社
使用期間: 1年以上
投稿経路

Help Scout: A Comprehensive and Reliable Customer Service Solution

5.0 9 か月前

良いポイント:

Help Scout has been a reliable and accurate help-desk and customer service solution. The features of Help Scout are superb.

改善してほしい点:

I like the efficiency of Help Scout's features. No complains at all.

認証済みレビュアー
認証済みLinkedInユーザー
消費者サービス, 51~200人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

Good for a temporary fix.

3.0 3 年前

製品を使ってみた感想: It's a good basic system. If you are looking for a ticket system this is a great choice.

良いポイント:

Ease of use Knowledgebase was easy to implement Ticket system works as it should

改善してほしい点:

Our business needed customer management and HelpScout was not a good solution for that.

Perez
アメリカのSales Manager
自動車, 1,001~5,000人規模の会社
使用期間: 1年以上
投稿経路

Help Scout Helps Us Communicate with Our Customers Smoothly

5.0 9 か月前

良いポイント:

I really enjoy the ease of customization of Help Scout. Help Scout has been a great helpdesk solution.

改善してほしい点:

No dislikes about Help Scout. Help Scout is phenomenal.

Sam
アメリカのUX Designer
通信, 11~50人規模の会社
使用期間: 2年以上
投稿経路

Excellent Service

5.0 昨年

製品を使ってみた感想: Overall I really like the service and team I interact with. I have good feelings about HelpScout and like that they feel like a smaller more personal service for our size company.

良いポイント:

They are just committed to being really great at what they are. I appreciate the tools and new features they add and they seem to have a great design team.

改善してほしい点:

I’d like more messaging features like ability to target specific users and more granular control on in app messages. Would love ability to run surveys and get feedback in app but also in knowledge base articles.

Jessica
英国のDigital Content Creator
放送メディア, 2~10人規模の会社
使用期間: 1年以上
投稿経路

Help scout works so efficiently; the customer service is top notch.

5.0 4 か月前

製品を使ってみた感想: Help scout raises the bar in great customer service.

良いポイント:

It increases efficiency in handling support through email.

改善してほしい点:

My favourite part is the customer service. They handle technical issues in a superb manner.

Angelica
エクアドルのUniversity Intern
認証済みLinkedInユーザー
薬品, 501~1,000人規模の会社
使用期間: 無料トライアル
投稿経路

Simplifying Helpdesk Operations: The Power of Help Scout

5.0 2 年前

製品を使ってみた感想: I was given the chance to use Help Scout for monitoring consumer enquiries and support requests during my internship at the university's Department of Pharmaceutical Development and Research. The program succeeded in resolving client issues effectively and assuring prompt responses. We were able to deliver cogent and consistent client service because to its collaborative inbox function, which enabled easy communication among the support team. We were able to measure customer satisfaction numbers and pinpoint areas for improvement thanks to Help Scout's reporting and analytics features. Overall, Help Scout's user-friendly interface and extensive capabilities significantly improved the customer assistance experience inside our department.

良いポイント:

A robust feature set provided by Help Scout is revolutionizing customer support administration. Its user-friendly interface enables seamless ticket administration, providing effective and well-organized customer contact. Teams can work together on client queries using the software's collaborative inbox, which leads to quicker responses and more customer satisfaction. Help Scout's automation features automate monotonous operations to give support workers more time. Additionally, it offers meaningful insights into customer service effectiveness through its extensive reporting and analytics. Businesses may quickly link their preferred products to Help Scout's vast integration possibilities and design a unique support environment. Overall, Help Scout improves efficiency, streamlines customer support processes, and improves the client experience.

改善してほしい点:

There are some restrictions to take into account, despite the fact that Help Scout has several advantages. The absence of native phone and chat support tools, which may be essential for enterprises needing real-time client communication, is one downside. Furthermore, learning the sophisticated functions of Help Scout might have a steep learning curve for new users, demanding rigorous onboarding and training. Periodic bugs and poor system performance have been reported by certain users, which can reduce productivity. Last but not least, the pricing structure can be a problem for startups or small firms with tight funds. Help Scout is a top option for customer support management in spite of these shortcomings thanks to its total value and robust feature set.

Fernando
スペインのTechnical engineer
電気・電子機器製造, 2~10人規模の会社
使用期間: 6~12か月
投稿経路

A reliable customer support solution

5.0 昨年

良いポイント:

For our team, this tool has been instrumental in improving our customer service operations. We like its user-friendly interface and intuitive ticketing system make it easy to manage customer queries and respond in a timely manner. Collaboration features, such as ticket assignment and internal sharing of customer notes, have streamlined our team's communication.

改善してほしい点:

Some users may find the reporting and analysis functions basic compared to other helpdesk tools

Kenneth
フィリピンのAccounting
輸出入, 201~500人規模の会社
使用期間: 1年以上
投稿経路

My personal view of Help Scout

5.0 2 年前

良いポイント:

I liked how simple it was to use Help Scout. It had a simple, clean design that was easy to navigate, and the customer service representatives were extremely helpful and knowledgeable. It was also convenient that the help desk was open 24 hours a day, 7 days a week, so I could get assistance whenever I needed it.

改善してほしい点:

The lack of customization options was the least appealing aspect of Help Scout to me. The platform is quite limited in terms of customizing the look and feel of the customer service experience. Furthermore, the customer service representatives appeared to be unfamiliar with product and its features.

Tusar
バングラデシュのmarketing manager
情報技術、情報サービス, 2~10人規模の会社
使用期間: 無料トライアル
投稿経路

It's an incredible help desk tool and is ideal for ticket sales that allow extra staff.

4.0 2 年前

製品を使ってみた感想: Great product for email support teams, but it doesn't work well for others. I like Help Scout's focus, but they need to adapt to the market before they give up.

良いポイント:

It is your best solution on the market if you are looking to interact with your customers via email only. Really easy to do and CS is also very useful.

改善してほしい点:

It's hard to spice up the customers. Limits are set pretty quickly when trying to personalize reports or be proactive with clients.

John
アメリカのThat Guy
エンタテインメント, 11~50人規模の会社
使用期間: 1年以上
投稿経路

Help Scout transformed our intra-office communication moments from chaos in motion to ballet.

5.0 7 年前

製品を使ってみた感想: to keep it simple..streamlined staff communications on everything from emails to phone call messages to intra-office project coordination and much more. Did I mention not having to get emails about emails that were about a forward of an email that was a forwarded email snippet...yep

良いポイント:

I no longer get an email about an email that is about a forward of an email which was originally about an email that was about an email that was forwarded regarding an email that was sent. Exactly..we have all had the pleasure of deciphering the shortened email snippet, forwards and the references to email threads that are broken but with Help Scout I now see it all..and see when..and where ..and who..Yep.. order to the choas of my many "conversations". And ohhhhh sooo much data hygine..i agree a terrible phrase but such a critical thing for any serious business. This includes a robust beyond belief search and filter feature. For those who appreciate effecient shortcuts and cross refereneced data points...yep tags..and filtering by tags as well. The bane of my existence is also the best feature which is the timeline transparancy that Help Scout brings. We all know who touched what when so we can not step on toes and if we try they put in the "traffic cop" feature to prevent unprofessional duplicate customer touches. Additionally, you can use Help Scout to assign voicemails to staff individual to deal with if your voicemail service offers emailed transcription forwards. Our staff also create conversation for intra office communications all the time to document timelines and details for reference later if needed. HS has helped us track everything from maintenance service logs to customer complaints and staff schedules.

改善してほしい点:

This is only a tough question and one I would suggest come first when reviewing since after listing all the things i love and enjoy it helps me block out the uglier bits and pieces.. Besides some of the android app glitches that are more annoying than crisis creating I am still hard pressed to find many cons about using HS this past 2 years. has had a "negative" impact on my work communications besides the timeline busting myself for something

Krish
オーストラリアのOperations
情報技術、情報サービス, 2~10人規模の会社
使用期間: 1~5か月
投稿経路

Great way to manage support tickets

5.0 2 年前

製品を使ってみた感想: It was great - I used it only for 6 months.

良いポイント:

It was easy to use and the onboarding is minimal.

改善してほしい点:

The searching function can be better with some more granular options

認証済みレビュアー
認証済みLinkedInユーザー
使用期間: 2年以上
投稿経路

We use Help Scout to stay on top of our customer support

5.0 7 年前

製品を使ってみた感想: Help Scout helped us get a handle on our support workflow and as we've added to our support team, it's made that process painless. We use the custom sidebar apps to great effect.

良いポイント:

Help Scout is a focused, straightforward support mailbox product, and we've been using it to great effect since we switched over (from a shared inbox for support) a couple of years ago. We were happy with the pricing, and we use the custom sidebar add-ons to great effect. We've written our own sidebar app that gives our support team access to a ton of useful customer information and error logging without ever leaving the mailbox. When we've dealt with Help Scout support, they've also been great. Help Scout does exactly what we want.

改善してほしい点:

Help Scout is a relatively slim and focused offering (although they are indeed adding new features all the time) this was actually a *selling point* for us, as we didn't want a super-complex tool for this but I am sure that for some users this could be problematic.

Andrea
Andrea
イタリアのFounder and CEO at PhraseExpander
認証済みLinkedInユーザー
情報技術、情報サービス, 自営業
使用期間: 2年以上
投稿経路

Simply the best customer support system

5.0 5 年前

製品を使ってみた感想: The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly.

良いポイント:

I like how transparent the experience is for the user and how easy it is to set up and use. I like the integration with the KB system to quickly insert a reference to the article.

改善してほしい点:

Difficult to tell. I'm really enjoying everything on it, especially now that they added the live chat so I can stop using other software for that. Maybe I'd love a more advanced system to manage the custom replies. I'd appreciate if there's a better way to manage formatting inside the editor for the KB.

認証済みレビュアー
認証済みLinkedInユーザー
コンピュータ・ソフトウェア, 10,000+人規模の会社
使用期間: 6~12か月
投稿経路

One of the best easy to setup customer support service

4.0 2 年前

製品を使ってみた感想: The overall experience was excellent, would definitely recommend their software as it does not require much support during initial installation. Moreover, their features like email delivery, self-service, and live chat support have made my life easier.

良いポイント:

I like the best that their initial installation requires little to no help. I was able to quickly set up the entire platform in no time, which is very unlike other help desk services that are difficult to set up and require a lot of permissions and time. They have managed to solve a problem with attention to detail and made their UI very intuitive in that respect. Their performance and response time for most of the tasks is excellent. It made my life easier, and I was able to track, organize and categorize all customer issues very easily. Moreover, the learning curve was very low for a CRM, and I was able to pick up most of their features within days, instead of weeks as compared to other market platforms.

改善してほしい点:

There are a few minor issues that made my daily work a hassle, like providing a bigger picture of all the chat supports of the last 3 months or providing a birds-eye view like reports, and dashboards. They do generate reports, but those have not been so effective for me.

Carsten
ドイツのCEO
経理, 2~10人規模の会社
使用期間: 無料トライアル
投稿経路

Pricey but worth every dollar.

5.0 2 年前

製品を使ってみた感想: Easy to setup, easy to maintain and it is also super easy to onboard new support colleagues because everybody knows how to handle a regular mailprogram. Support from Helpscout is also superb, when you demo it you´ll get an personal mail from the sales/support stuff form Helpscout, there are helping you.

良いポイント:

It is a very intuitive helpdesk solution, it almost work like a "normal" email inbox. Each mail is called "conversation" and can assign to a user. In each conversation user can make internal notes and tag other colleagues. HelpScout is also able to handle Chat and Voicememos out of the box. Additional addons are also available, you can even write your own addon.

改善してほしい点:

You have to grasp the there are no ticket numbers. I also missing phone support, for instance VOIP integration. Prices are also quite high but the software is worth it.

April
April
アメリカのOperations Manager
認証済みLinkedInユーザー
プロフェッショナル・トレーニング、コーチング, 2~10人規模の会社
使用期間: 2年以上
投稿経路

Excellent customer service software

5.0 6 年前

製品を使ってみた感想: I've used this for customer service for a website development company and a professional women's organization and it's been amazing in both cases! Highly recommended.

良いポイント:

Best features are internal notes and custom tags, traffic cop that stops the sending of your message of they've responded since you started writing, undo send, and able to see if surgery team member is working on that email already. Also integrates mailchimp so you can see who is on your mailing list, and subscribe them if not. Automated workflows based on custom parameters are incredibly useful, too!

改善してほしい点:

Could have a more robust Zapier integration.

Jeff
アメリカのDirector of Support
コンピュータ・ソフトウェア, 51~200人規模の会社
使用期間: 2年以上
投稿経路

Terrific product. Great UI. Does lack on the integrations

4.0 8 年前

製品を使ってみた感想: We've used Help Scout for several years. It's been a great product, really served us well. One of their best features is actually their marketing and weekly (twice a week now?) blog posts on Support, Marketing, and other related fields.

良いポイント:

Super easy UI. I don't have to train newbies on using Help Scout for more than 10-15 minutes. It's that simple to use. VERY customer focused. It's not about a bunch of bells and whistles that are flashy fish hooks only intended to get bought by fishermen but not actually catch fish. Their product signs for the customer and the Support rep in it 8+ hours a day.

改善してほしい点:

The lack of integrations. They just rolled out with a Salesforce integration, but lack integrations in other areas. Also, they're primarily focused on email so tracking chats and calls aren't that helpful...you would need to drop that data into Redshift, Gooddata, Domo, etc. to get much functionality in it. So unless you do that, you're stuck compiling a bunch in Google Sheets. Caveat: if all you do is email and maybe chat, then this product is everything you need and more.

Dave
Dave
カナダのPrincipal/Owner
認証済みLinkedInユーザー
使用期間: 6~12か月
投稿経路

Keeps our customer support organized and on task

5.0 7 年前

良いポイント:

A clean UI that has obviously been well thought through. They iterate and add features routinely and are very proactive in communicating with their customers. For example, I had discovered a bug, which they confirmed and rolled out a fix within 48 hours. There are small reminders and tips presented within the context of the app, which are very helpful (eg. helping the user in distinguishing between an internal comment and a customer reply - this is very useful). Overall, there is great value for the money, I would strongly recommend Help Scout as a help desk/customer facing communication tool.

改善してほしい点:

IMAP integration for outgoing e-mail archiving would be highly valued. Only Gmail is supported at this time.

Matthew
Matthew
Happiness Engineer
認証済みLinkedInユーザー
インターネット, 2~10人規模の会社
使用期間: 1年以上
投稿経路
ソース:GetApp

Makes life SO much easier

5.0 9 年前

製品を使ってみた感想: HelpScout has become an essential, can't-do-without part of my workday with how savvy and helpful it is in organizing contact with our customers and giving us a handy module for FAQs to boot.

良いポイント:

- Keeping un-answered emails bolded even after you've read it once, - "Traffic Cop" for keeping egg off your face in case you send an email before reading a follow-up email from the customer - Intuitive inbox and Doc-editing interfaces - Ability to tag email addresses and assign conversations to a particular team member - "Show original" option to see the email in its original formatting, in case HelpScout's interface isn't able to accommodate - Quick customer service response times, to fix problems in a pinch - about 20 other things :-)

改善してほしい点:

Pretty minor, really: - Sometimes the inbox counts don't always update automatically (between 30 seconds and a few mins, depending on the day) - I honestly can't think of any others (seriously, it's that good)

認証済みレビュアー
認証済みLinkedInユーザー
消費者サービス, 11~50人規模の会社
使用期間: 2年以上
投稿経路

Useful tool for managing customer communication

5.0 6 年前

良いポイント:

I liked the ability to create complex rule sets that auto-filter certain types of conversations to appropriate mailboxes. Without this, there would be a lot of noise experienced by our various internal users

改善してほしい点:

Not significant, but would be great if users were given a more expansive toolkit for editing copy (fonts, sizes, etc).

認証済みレビュアー
認証済みLinkedInユーザー
コンピュータ・ソフトウェア, 51~200人規模の会社
使用期間: 1年以上
投稿経路

Help Scout for Customer Support

4.0 6 年前

製品を使ってみた感想: Overall we have had a good experience but I do think we have outgrown Help Scout as our company grows and other departments need visibility into Support data.

良いポイント:

Extremely intuitive and easy to use. Learning to use Help Scout takes very little time at all. I enjoy the overall UI and simplicity.

改善してほしい点:

Reporting. As my company grows we have found that the reporting isn't as robust as we would like. It is pretty difficult to gain insight on particular customers who are reaching out and volume per account.